Frequently Asked Questions

Where do you deliver?

At the moment, we offer shipping to Malaysia only. But we are working on making our products available to customers across the whole South-East Asia region. Please sign up to our newsletter to be the first to hear when we expand our network.

How much does shipping cost and how long does delivery take?

Once we have received your paid order, we will process it within 1 working day or faster. For Express orders, we will expedite the processing and you will get your package even faster. Please refer to our shipping options and costs in the table below.

Please note that for Same Day and Next Day delivery, the order must be received and paid for before 3pm. We deliver Mon-Fri, excluding public holidays.

When will I receive my order?

The shipping schedule depends on your location and your selection of shipping option (Standard or Express). For more detail, please refer to our Shipping Table. You may also check the status of your order in your Caliata account at any time. Please sign in with your email address and password, and click on ‘My Orders’.  

Very occasionally, there are circumstances beyond our control that may affect delivery timing, e.g. severe weather conditions, natural disasters, etc. If those take place, we ask for your kind patience as delivery may take longer. However we always aim to let you know of any delays and minimize any impact on your schedule.

Which address should I ship my order to?

If you work, we recommend to get your order shipped to your office address unless someone is at home to accept the delivery. Please note that postal and courier services typically operate between 8:30am to 8pm on weekdays and 8:30am to 5pm on Saturdays. Express same-day delivery services typically work until 10pm.

What happens if I am not at home/ office when the package is delivered?

If no one is available to accept the delivery, our courier partner will leave a note in your mailbox or under the door. Please contact the phone number listed on that note to arrange for an alternative delivery.  Typically a courier company will allow one more delivery attempt before returning the package to us.

What about Undeliverable Packages?

If a package is returned to us after 2 delivery attempts, we will contact you to arrange another delivery. We will however need to charge an admin & re-delivery fee of RM20 in order to proceed.

Do you deliver to office addresses?

Yes. Please provide your office address (together with the company name) as the “delivery address” during the checkout process.

Can I do a store pickup?

Unfortunately no. Caliata is an online-only beauty store to make sure we are able to offer fair product prices and make our products available across Malaysia.

Do you deliver to PO Box addresses?

Unfortunately, we do not deliver to PO Boxes as a signature is required to acknowledge receipt of the goods.

What payment methods do you accept?

You can pay by Credit Card (Visa & Mastercard), PayPal and direct online bank transfer. Please note: If you check out in a currency other than MYR, you may be subject to a currency-conversion fee from your card issuer or bank. Caliata does not charge any extras but you may want to check with your bank or credit card issuer in case you have any questions.

Can I use a credit card which is not under my name to make payment?

No. We put in place security and anti-fraud measures to ensure that transactions are performed by the legitimate owners of each credit or debit card. No one else should have access to your card details.

I have unknown credit card charges by Caliata in my statement. What should I do?

If you don’t recognise a charge, please contact us.

My credit card payment was declined. How can I resolve it?

If your credit card payment is declined, you can do one of the following:  1.  Confirm that your cardholder name, credit card number, expiration date and CVC/CVV2 were entered correctly.  2.  Confirm that you receive the one-time password (OTP) from your bank.  3.  Confirm that the one-time password was entered correctly.  4.  Contact your bank.

How can I use manual bank transfer to pay for my order?

To make a manual transfer, please take the following steps:

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